At a Glance
- Tasks: Provide expert technical support and resolve complex software issues for global law firms.
- Company: Join Litera, a leading legal tech company transforming the industry with AI and innovation.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative team culture with global reach and commitment to diversity and inclusion.
- Why this job: Make a real impact by solving tough problems and enhancing customer trust from day one.
- Qualifications: Bachelor's degree in Computer Science and 3-5 years of technical support experience required.
The predicted salary is between 33075 - 40425 £ per year.
Job Description Ready to Help Shape the Future of Legal Tech?
At Litera, we don't just build software, we transform how the world's top law firms operate.
Every day, we Raise The Bar for what's possible through AI, innovation, and solutions that power millions of legal professionals worldwide.
If you're energized by scale, real impact, and meaningful challenges, you'll feel right at home here.
Where You’ll Work
This is a hybrid role based in the UK with the expectations to be in office at least 3 days a week for collaboration and connection.
Why this Role Matters
As our Technical Support Engineer, you'll play a critical role in ensuring Litera's global customer base gets the responsive, expert-level technical support that keeps their operations running smoothly.
You'll own complex issues end-to-end, partnering closely with Product, Engineering, and Customer Success to drive fast resolutions, eliminate recurring problems, and feed real-world insights back into the product.
Your work will directly influence how Litera maintains customer trust, protects platform reliability, and continuously improves the tools that serve the world's largest law firms.
This is a high-impact role ideal for someone who thrives on solving tough problems, collaborating across teams, and wants to make a measurable difference from day one.
- What You’ll Deliver
- End-to-end case resolution: Own cases of any severity across Litera's product suite, driving timely, high-quality outcomes that meet or exceed SLA targets.
- Root cause clarity: Analyze logs, reproduce issues, and deliver actionable Root Cause Analyses and remediation plans that prevent recurring problems and strengthen platform reliability.
- Scalable knowledge: Author and maintain knowledge base articles, FAQs, and community answers that accelerate future resolutions and reduce repetitive support volume.
- Customer-informed product improvement: Translate support trends, bug reports, and customer feedback into detailed, actionable input for Product and Engineering teams.
- Seamless upgrade execution: Lead support-driven upgrades and pre-upgrade validations that keep customer environments current and stable.
- Cross-functional partnership: Collaborate with Engineering, Product, and Customer Success to close the loop on escalations, recurring issues, and feature requests.
- Team growth and mentorship: Elevate the support team through coaching, onboarding sessions, and knowledge sharing that raise the collective technical bar.
- Release quality advocacy: Review new releases and hotfixes for regressions or usability issues, ensuring customers receive well-tested product updates.
- What You’ll Bring
- Bachelor's degree in Computer Science or a related field.
- 3-5 years of experience in technical support with a track record of troubleshooting complex software issues end-to-end.
- Strong technical foundation in operating systems, virtualization, networking, and databases relevant to Saa S environments.
- Experience with case management platforms (e. g., Salesforce, Zendesk) and issue tracking tools (e. g., JIRA).
- Advanced diagnostic, analytical, and problem-solving abilities.
- Excellent verbal and written communication skills, with the ability to convey technical concepts clearly to diverse audiences.
- Nice to Haves
- Experience with scripting languages (e. g., Python, Power Shell, Bash).
- Working knowledge of SQL and database querying.
- Proficiency in log analysis tools and techniques.
- Strong organizational skills for managing a high volume of cases with competing priorities.
- What You’ll Experience
A team that shows up. Work alongside people who collaborate, support one another, and lead with integrity.
Global Reach. Partner with teams around the world to solve complex challenges that matter.
Real opportunity for growth. Expand your impact through meaningful stretch opportunities, visibility and career development.
AI-driven innovation. Work at the intersection of legal technology, customer outcomes, and cutting-edge AI.
Other Information
Litera is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Litera is a fast-growing software company and one of the leading legal technology suppliers in the world.
Serving more than 90% of the world's largest law firms, our software is used by hundreds of thousands of lawyers every day.
As a company recognized as one of the best places to work, we believe professional development, rewards programs, open communication, and transparent leadership all contribute to a unique and open work environment.
Our employees are driven, energetic, passionate, and have the ability to make a direct impact on the future of the company.
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Technical Support Engineer employer: WORKSHARE LTD
Litera is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for professionals looking to thrive in the legal tech industry. With a strong focus on employee growth, Litera offers numerous opportunities for career advancement and skill development, all while enjoying the vibrant atmosphere of London or Nottingham. The hybrid work model provides flexibility, allowing you to balance your professional and personal life effectively.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WORKSHARE LTD. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like WORKSHARE LTD before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to WORKSHARE LTD:Your cover letter is your chance to shine! Tell us why you want to work at WORKSHARE LTD specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at WORKSHARE LTD!
How to prepare for a job interview at WORKSHARE LTD
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
